Avaya Call Management System (CMS) is a database, administration, and reporting application designed for enterprises that receive a large volume of telephone calls and have complex contact center operations. Working in conjunction with Avaya CMS, the Avaya Call Management System (CMS) Supervisor client provides comprehensive administration and reporting capabilities using a familiar Microsoft Windows interface.
With Avaya Call Management System (CMS), customers can view live, real-time information and see the immediate results of their adjustments. They can also use historical reports to analyze trends, establish performance benchmarks, and plan new marketing or customer service campaigns. Supervisors have access to real-time and historical reports to help them effectively manage the performance of their personnel. A powerful custom report package lets customers modify real-time and historical reports or create reports that fit their unique requirements. Extensive reporting of exceptions allows managers to quickly identify areas requiring immediate attention.
Avaya Contact Center Express is the first multi-channel, high-volume software solution from Avaya designed specifically for the intelligent routing and computer telephony integration (CTI) needs of medium-sized contact centers on the Communication Manager platform.
Avaya Contact Center Express provides a set of multi-channel capabilities that medium-sized contact centers can leverage and build upon for voice, e-mail, and web-chat routing. It combines Outbound dialing and desktop applications to create a high performance environment for the optimum customer, agent, and supervisor experience. Powerful application development tools and simple wizards make customization and integration a snap.
BCMR Desktop™ provides customers an easy to use, inexpensive, easy to maintain reporting application for their call center. The reporting application provides extensive reporting formats in a Windows-based environment. It supports up to a maximum of 10 client/supervisor connections, 200 Agents and 99 splits or skills. BCMR provides real-time displays (e.g., pie charts and time traces) that will allow managers to visualize what is changing in their call center.
BCMR Desktop™ contacins a Report Scheduler, and generates historical reports, with data stored on the customer server PC. BCMR can accumulate data to give an overview of the call center to help evaluate its efficiency over time. This data can be exported to spreadsheets such as Lotus and Excel for incorporation into other business reports.
The IP Office Compact Contact Center is able to support 5 to 75 agents and offers a full suite of applications that can support a range of solutions, from an informal to a more complex multimedia call center that can incorporate voice, e-mail and web chat customer applications. The informal Compact Business Center provides reporting for up to three hunt groups to include 31 days of simple historical reporting and real time statistics. It also includes inbound simple tracking of inbound and outbound calling volume.
The Compact Contact Center is a full customer management toolset that provides real time agent, system, group management, standard and custom reporting. It includes up to 18 real time screen and historical comprehensive graphical reports on key call center performance indicators. There are options for remote agent connectivity, as well as up to 75 PC wallboards. It provides additional reporting on the IP Office Voice Mail Pro messaging system to fully integrate reporting of all contact center solutions.
e-IVR Contact Center offers a variety of "add-on" Call Center Applications to the e-IVR platform. These Applications will enhance the performance and efficiency of the Call Center while combining a Voice Response application platform at an affordable price point. It allows customers the ability to pick and choose what features work best for their contact center. The supported features include agent and supervisor initiated call recording, callback messaging, estimated wait time/position in queue announcements, and predictive and preview dialing. The eIVR Contact Center is supported on the Avaya Communication Manager, Definity, and IP Office, and Merlin Magix communication systems.
MyTASKE Reporter is a browser-based reporting solution that provides advanced reporting capabilities to businesses with small or informal contact centers. Managers in this type of environment may only need historical reporting. With the reports offered by myTASKE Reporter, managers can easily track service levels, agent performance, trends in call volume, or the origin of calls by city or state.
With myTASKE Reporter, create reports for queue, agent, extension, and trunk activity. Report on intervals as small as 15-minutes in daily, weekly or monthly periods. Print, export, or e-mail the reports on demand or automatically through a schedule.
The browser-based backbone of myTASKE Reporter makes all reporting information accessible from any Internet enabled computer. Managers on-the-go benefit from this flexibility and portability with the capability to view, print, export, or e-mail reports from the office, home, or while traveling. The my TASKE reporter works with the Avaya Merlin Magix and Partner ACS communication systems.
Veramark eCAS™ software, a Web-based call accounting system, provides the very latest in call accounting all at the click of a button. With data available from any PC with a browser, you need only basic web-navigating skills to view information that's essential to your business.
Get user-definable reports instantly, so that you can analyze usage and performance to improve productivity, allocate costs, and reduce telecommunications expenses.
TEL electronic's WIN-Sense 32 software turns a pc into a powerful business or hospitality management tool. Developed from a world famous call accounting family of products, this solution offers direct management of telecommunication systems usage and costs resulting in:
Increased Productivity - Help manage employees in sales, telemarketing, collections, technical support, and customer service departments. Reports on employee telephone activity.
Generated Revenue - Can be used to bill back clients for time spent on phone by easily capturing relevant phone calls for billing purposes.
Lower Costs - A business can detect excessive personal phone calls, calls made by unauthorized personnel and unnecessary calls made to expensive locations. Can also discover and eliminate chronic use of directory assistance and operator assisted calls. Basically helps you to fine tune your network for optimal configuration.
Whether you operate a call center or a customer service center, every time you have a customer on the line, you have a new opportunity to demonstrate your commitment to service. And so often in today's competitive world, service implies speed.
When every second counts, Spectrum Wallboards enable you to communicate with immediacy and impact. By allowing you to electronically display vital information in a way that's clearly visible to everyone in your call center or service center, they help ensure that the entire team gets the message fast.
When call management performance is your priority, realtime statistics are posted and automatically updated to help you maintain optimum productivity and high standards of quality. For instance, you can select from a variety of data elements including Calls Waiting, Average Wait Time, Number of Agents Logged-in, and more. And the messages can be updated with current information automatically, and in color - so everyone has the timely information they need to do the best possible job of satisfying your customers.
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